Bobby Berk Home

Revdex.com:At this time, I have not been contacted by Bobby Berk Home regarding complaint ID ***.Sincerely,*** ***

Revdex.com:At this time, my complaint, ID [redacted] regarding Bobby Berk Home has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Review: Today my husband and I unpacked the first of the two sofas BBH shipped to us. We ordered 2 Gus Modern Atwood Sofas in the color Charcoal. Immediately my husband noted that he felt the quality was not up to par. A quick search online resulted in the discovery that we received a similar sofa of the brand TOV (box also says TOV/Gavin sofa) and that this TOV sofa is in a completely different price range (HALF THE PRICE!) than what we ordered and paid for.

I called BBH to voice my concerns, and stated I felt these sofas they shipped were inferior chinese knock-offs. The customer service agent's retort was " Gus Modern is also made in China"!

At no point was this person helpful, or did he show willingness to solve the issue, repeatedly stating that "this is the couch you ordered", while on the credit card authorization form I signed, it specifically mentions two Gus Modern Atwood sofas.Desired Settlement: We want BBH to exchange the delivered sofas for the 2 Gus Modern Atwood Sofas we paid for.

If they cannot do this, we want BBH to pick up the sofas and refund us.

thank you.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Bobby Berk Home has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I ordered a product on August *, 2014 fully aware that it would take 5 weeks to get it. After 6 weeks of not receiving it, I emailed the company checking in. I did not receive anything back. Week 7 I tried contacting them a [redacted] time and again, I never heard back. Week 8, I called and talked to a man who after looking up the product said that I should receive it in 2-3 weeks because it was being shipped out in about a week or 2. The following week (week 9) I received an email from [redacted] saying "Echelon has ran into some delays in production and we are now looking at the shipment arriving in roughly 6 weeks." (15+weeks to get a comforter?) So, I quickly emailed him and tried to cancel my order with full refund. Another week went by (week 10) and still never received an email back. So I called on October **, 2014 to cancel my order of the phone with full refund. The same man I had talked to on the phone cancelled the order and sent me an emailed receipt of it being cancelled and said I would receive the money in 3-5 business days. The week passes (week 12) decided to call at the end of the following week because I was giving them the benefit of the doubt since there was a weekend that came close to day 5 of them saying I'd see the money. Again, that same man said the manager wasn't in the office until that following Monday but he'd leave her a note. I never heard from her so I called again at the end of that week (week 13) he said she'd be back in and I was told they switched programs or banks (i'm not sure which they said) but that plays a part in why I wasn't receiving my money. So she said she would contact [redacted] to email me with [redacted] because that would be the easiest way for me to get my money back and would call me to let me know to keep an eye out for the email. 3 days went by and I never received the call, voicemail, or email so I called again. The woman answers and says shes not sure why I didn't get the email from [redacted] but that she left me a voice mail (No, I did not receive one) but she would contact them again to send it over. A couple of days later I receive the email from [redacted] for my $125. But then a new issue arises and that being the link wouldn't work and I could get the money. I tried registering to an account and it wouldn't log me in. I tried EVERYTHING because OBVIOUSLY I want that money back. And I only had a limited amount of time with that link before [redacted] would cancel it on November [redacted]. I called again and the same man I've talked to a few times answered and said he's not sure why it works. It's supposed to be the easiest way to get your money back and when I asked to speak to someone high above in the company I was told no one was in (granted it was the week before Thanksgiving, I'll give them that) Okay, well since no one was in and I couldn't figure out how to get the money transferred to me, [redacted] cancelled it and the link was no longer active. So on November [redacted], black friday, the day after the holiday, I called and the same man said no one above him was in but he would leave them a message to call me back. (Seriously, do these people work?) weekend goes by and I call on Tuesday, December [redacted] at 2:30 pm and the same woman I've spoken to has no answers for me as to why it didn't work and said she would contact [redacted] and have them send me another link and again, call me to verify it was being sent. It is now Sunday, December *, 2014, she never called, left a voice mail, or emailed me. It's been over 4 months since I ordered that product. It's been 7 weeks since I cancelled that same order. 7 weeks that I haven't received a new link to get my money, 7 weeks, I haven't received one apology from them for the inconvenience or the run around they are giving me. 7 weeks that they haven't followed up with me once, 7 weeks that they haven't tried any other way or suggestions to get me my money. A company who claims they have "superior customer service" (listed on the home page of their website) won't give me my money back. I have never experienced something like this. Anywhere I have gone that you cancel an order online, or get a refund, the money instantly goes back into your account. I have never ever had to go through some bank internet link to get my money back? It doesn't make sense to me.Desired Settlement: I just want my money back. I want $125 sent in cash or a check.

Consumer

Response:

At this time, I have not been contacted by Bobby Berk Home regarding complaint ID [redacted].Sincerely,[redacted]

Review: We were promised a bed delivery by a certain time (which was our sole purpose of buying the bed) and not only did it not happen but they also didn't communicate with us that it wasn't going to happen.

On April [redacted] my girlfriend and I walked into Bobby Burke's location in [redacted] and fell in love with a bed from their [redacted] collection. [redacted], was our sales person and at that moment was very helpful. We were very clear when we asked him what the fastest possible turn around time was for delivery. He promised if I paid in full that he would place the order and perhaps get it here by May [redacted]. This made us excited and sealed the deal. He also sold us on a sofa that he promised would be delivered by the [redacted], being that we purchased the floor model. "Delivery will be no problem" [redacted] said. Just as long as I paid it in full before the [redacted].

On the [redacted] on April I went back to Bobby Burke and paid cash in full the total cost of the bed, and the sofa. Both were marked down considerably due to added discounts which made me even more excited. After counting all the cash [redacted] then says he will schedule both the deliveries as promised and will remain in contact with us to confirm.

On the [redacted] of April we still received no calls or confirmation on the delivery of our couch which is literally sitting in the store at the [redacted] location. I begin calling and calling and calling till finally the [redacted] picks up. She is attempting to explain how she had no idea about the promises [redacted] made to me about the couch and how she couldn't have it to us until the [redacted] of May. I decided not to chance it . I rented a uhaul and picked it up myself. [redacted] did the right thing and gave me 100 dollars back and also offered us a free ottoman. Before leaving the store I asked [redacted]. Are we still on track for our bed ? He said "yes, 100%". I will call you to confirm time.

May [redacted] (promised day of delivery) my girl friend takes the day off from work. I call [redacted] and he says it's on track for a 3-7pm delivery time. He email [redacted] and says the same. So we wait.... And wait... And wait..... 6pm . [redacted] is not responding to email and no one is picking up the phone. [redacted] just lost the day of work and we have no communication with anyone as to the where abouts or possible delivery time of a bed that we paid for in cash.

May [redacted], I call the store over a dozen times to find [redacted], has the day off and I'm speaking with the [redacted] whom once again, had NO IDEA about the promises [redacted] made. She again proceeds to make an excuse about how the truck was in an accident and the bed was cracked... So now we they have to order a new one. She promised to look into it and call me back with any information.

Today, May [redacted] . It's no surprise at this point I didn't get that call back as promised. What is surprising though is how irrelevant they make you feel as a paying customer. When I called today I spoke with the same person ( [redacted]) and what she said to me pushed me the point of yelling which is obviously not the way to go but no paying customer wants to hear "I didn't call you back because I had no information, what did you want me to just have a chat with you?". Or, " I'm sorry I'm only one person and I have a lot of customers". Really? How about just a curtesy call saying, " sorry for the delay, no info yet but I'm on it". Why couldn't I get the piece of mind knowing that you are able to at least try. This is very frustrating and hard to deal with . No customer should ever feel like they are in the dark. It is the company's job to ensure customer satisfaction. Not to make excuses .

In closing, all they had to do was be honest and or communicate with us. It isn't my job to constantly be on top of something that an employee gets paid hourly for to do.Desired Settlement: Just give me my money back .... I DO NOT , want to have anything to do with a company that treats their paying customers as second class citizens.

Review: I ordered a product from this company, Bobby Berk Home, on May **, 2013. This product (a sofa manufactured by company Gus Modern) was sold under the premise of being "in stock" and available for delivery in 2-4 weeks (implying delivery between June [redacted] and June [redacted]). After several (un-returned) phone calls, I received an email ten days after ordering the product notifying me that the delivery would take place not in 2-4 weeks, but in 6-8 weeks. As the product was ordered on May [redacted], this would have implied a delivery date between July [redacted] and July [redacted]. However, as of today, August [redacted], I have yet to receive the product after 13 weeks of waiting (~10 weeks past the originally promised delivery and ~6 weeks passed the re-traded delivery). Further, I have made several inquiries, via phone and email, into the status of the order yet have received 0 responses from the company since July [redacted] (40 days ago). Lastly, when I requested a refund several weeks ago, the company refused. Hence, I find myself with no other choice but to register a complaint with the Revdex.com and with American Express (whom I have requested to reverse the charge). Should it be necessary, I have copies of email correspondence outlining: (1) the original promised delivery, (2) the re-trade to 6-8 weeks and (3) non-response from the company since July [redacted] (40 days ago).Desired Settlement: full refund onto credit card

Business

Response:

Dear Dispute Resolution Services,

We have received your notice about customer complaint ID [redacted]. In efforts to avoid situations with delays on furniture, we do our best to advise our clients when we are made aware that a product is on back order or out of stock. When [redacted] purchased from us on May **, 2013, it was the concluding day of a national Memorial Day sale that we work off of national inventory for ordering. It was confirmed at the time of purchase that the sofa did have low inventory, but the stock would be confirmed upon the vendor's confirmation the following day upon their return to work. [redacted] was contacted on May **, 2013 after receiving confirmation from the vendor, to be advised that the inventory had unfortunately become obsolete, with no available stock to satisfy his order in the 2-4 week lead-time. We advised [redacted] that the sofa was on back order for at least 6-8 weeks. Knowing that [redacted] was eager to furnish his new apartment, we tried to trouble shoot these issues with letting him select a different, in-stock fabric, which would allow for delivery within the 2-4 week lead-time, as well as also offering the option for [redacted] to select a different sofa, as there were other sofa lines that were available for immediate shipping in the same fabric that he originally selected. [redacted] stated that he would wait for the sofa.

In situations when shipments are delayed or delivery time frames are not met, we do our best to make our clients aware of such circumstances. When confirmation was received that [redacted]'s sofa was on back-order, he was made aware of this situation within 24 hours of the time of purchase. When this happens, we work with our customers to come to a resolution to best suit their needs. As we did this with [redacted], it was ultimately his decision to wait. In regards to keeping [redacted] updated on the status of his order, we did update him, as well as his girlfriend who would stop by the showroom on occasion to see if anything had changed with the lead time. When we received confirmation that [redacted]'s sofa was shipping out from the vendor, he was contacted via e-mail on August [redacted], 2013 to be made aware that the sofa was in transit to our local warehouse and that he can expect to receive a phone call from our delivery warehouse in the beginning of the week of September [redacted] to schedule his delivery. In following up with our delivery warehouse the morning of September [redacted], it was confirmed that the truck with [redacted]'s sofa was received this morning and that he will be contacted by close of business on September *, 2013 to schedule his delivery.

I n efforts to alleviate [redacted]s' frustration with the delay of his sofa, he was credited back an additional discount to his purchase.

Best,

Bobby Berk Home